Desktop Support

The Band 1 role Desktop Support is responsible for providing initial technical assistance to end users and will be the first point of contact for employees experiencing technical difficulties. This role focuses on resolving hardware and software issues, managing user accounts, and ensuring that all desktop systems are running efficiently.

Minimum of 1 year of experience in Windows Desktop support, 18 months in IT

The working hours for this role are 9am-5pm.

Responsibilities

Technical support to end users via phone, email, and in-person.

Diagnose and troubleshoot hardware and software issues on desktops, laptops, and mobile devices.

Install, configure, and update software and operating systems.

Re-imaging of devices by local media or network with PXE and awareness

Manage user accounts and permissions in Active Directory and other systems.

Escalate complex issues to L2 or L3 support teams as necessary.

Document all support interactions and resolutions in the ticketing system.

Maintain inventory of IT equipment and provide recommendations for replacements or upgrades.

Assist in setting up and maintaining network connections for end users.

Install, upgrade, support and troubleshoot for printers, computer hardware.

Performs general preventative maintenance tasks and remedial repairs on computers, laptops,

Experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

Do you have experience in macOS?, Associate’s degree in Information Technology, Computer Science, or a related field.

CompTIA A+, Microsoft Certified Professional (MCP) or better.

Minimum of 1 year of experince in Desktop Support

Strong understanding of Windows 11

Basic knowledge of macOS operating systems.

Familiarity with Active Directory and user account management.

Excellent problem-solving and troubleshooting skills.

Strong written and verbal communication skills.

Ability to work independently and as part of a team.

Skills

Windows OS

Active Directory

Microsoft Office Suite

Remote Desktop Tools

Hardware Troubleshooting

Software Installation

Network Connectivity

Ticketing Systems

Customer Service

Mobile device management including IOS and Android devices